smilemore current account - smile Digital Banking · Active from the moment you open your smilemore...

...smile more

smilemore current account...enjoy the benefits

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A load of lovely stuff2

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Like lovely stuff? Take your pick – smilemore’s got loads.

The recipe is simple. Take one current account and pack it full of tasty benefits (just the useful ones, no daft stuff). Try this lot for size.

Designed to make you smile more• Worldwide family travel insurance.

• UK and European motor breakdown assistance.

• Mobile phone insurance.

• An automatic £500 overdraft, of which £260 is interest-free. Interest is charged on arranged and unarranged overdrawn balances above £260 at an Annual Interest Rate† of 35.9%. Subject to status. The monthly cap on arranged and unarranged debit interest for your smilemore current account is £60.

• Choice of one additional tailored benefit (see pages 9-10).

† Annual Interest Rate. This is the interest on the money you borrow, equivalent to if you borrow the money for a whole year.

Pick an additional benefit, any additional benefit...

Your account’s called smilemore for a good reason. For no additional cost you get to pick one of three great additional benefits each year. Just choose from these three:

For more information, please refer to the Policy Summaries later in this welcome guide. Limitations apply.

A load of smart extras, just £15.50 a month. Nice!

Credit Report MonitoringEnjoy added personal security.

• Credit Report Monitoring service*.

Start feeling safer – see page 11.

*Registration to activate this policy or service is required. You can do this online at smile.co.uk/benefits. Please note: Registration for Credit Report Monitoring service is available online only.**Registration to activate the policy is required. You can do this online at smile.co.uk/benefits or by calling 0345 602 5783.


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3A load of lovely stuff

Pick an additional benefit, any additional benefit...

Your account’s called smilemore for a good reason. For no additional cost you get to pick one of three great additional benefits each year. Just choose from these three:

For more information, please refer to the Policy Summaries later in this welcome guide. Limitations apply.

A load of smart extras, just £15.50 a month. Nice!

Credit Report MonitoringEnjoy added personal security.

• Credit Report Monitoring service*.

Start feeling safer – see page 11.

Airport Lounge PassesFor airport travellers.

• Airport lounge passes – four passes per year to selected airport lounges around the world**.

Get ready for the off – check in to page 14.

GadgetProtect your devices and gadgets.

• Cover against theft, damage and breakdown (including faults) for your registered items**.

• Gadget accessories cover included.

Protect your gadgets – flick to page 10.

*Registration to activate this policy or service is required. You can do this online at smile.co.uk/benefits. Please note: Registration for Credit Report Monitoring service is available online only.**Registration to activate the policy is required. You can do this online at smile.co.uk/benefits or by calling 0345 602 5783.

Don’t forget! Bag yourself an additional benefit…You have 60 days from the date you open your account in which to register your choice, by visiting smile.co.uk/benefits or by calling 0345 602 5783. If we don’t hear from you by then we’ll automatically allocate you with Credit Report Monitoring which will be fixed for up to 12 months. After all, we’d rather you didn’t miss out on any extras! Limitations apply.


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Worldwide Travel InsuranceActive from the moment you open your smilemore current account.

Unless you really love engine grease and spanners, breaking down is a pain. The remedy is simple: your smilemore breakdown cover is here to help you get back on the road if something goes wrong. It features:• Roadside assistance to repair your vehicle.

• Personal-based breakdown cover for the named account holder(s), NOT the vehicle.

• Recovery for up to eight people and your vehicle to any destination within the UK.

• Breakdown assistance at your home.

• Replacement car for up to one day whilst your vehicle is being fixed or overnight accommodation or alternative form of transport.

Your vehicle must be roadworthy and in good mechanical condition when you obtain cover and you must keep it in that condition.

UK and European motor breakdown cover is provided on behalf of smile, part of The Co-operative Bank, by RAC.

UK and European motor breakdown cover

Covers you, your partner and all dependent children travelling with you who are 22 years of age or under (including legally adopted, legal ward/guardianship, foster and stepchildren) who at the start date of the journey are living at your address or have a term time address, and have no other permanent residence unless they are residing with their other parent. Please see the full definition of dependent children within the policy document for full information.• Eligible family members are only covered when travelling with account

holders.• Existing medical conditions and medical conditions under investigation

may affect your cover.• You must notify AXA of any relevant medical condition as detailed within

the policy document, and if this changes notify AXA immediately. All medical conditions must be re-notified to AXA at least every 12 months.

• Excesses may apply to claims.• Trips involving winter sports activities are limited to 21 days in total in

any 12-month period.• There are a number of sports activities and winter sports that are

excluded. Please refer to the policy document.• Cover under your policy will cease when you reach 80 years of age

or when your current account is closed or the policy is cancelled,

whichever is the earlier.• Cover for holidays involving winter sports activities is not operative if

you are 65 years of age or older.• There is no cover for trips over 45 consecutive days’ duration.• Any trip solely within the United Kingdom is only covered where you

have pre-booked at least two nights’ accommodation in a hotel, motel, holiday camp, bed and breakfast, holiday cottage or similar accommodation rented for a fee.

• If it is a joint account, the first and second named account holders can travel independently but the children are only covered when travelling with one or both account holders.

• For joint account holders who are not spouses or partners, cover is not provided for the spouse or partner of either account holder.

• Missed Departure cover is for if you arrive at your international departure point, from the UK, too late to board your scheduled public transport.

• You are not covered for business trips.Provided by AXA Travel Insurance and underwritten by Inter Partner Assistance.See terms and conditions for full policy details. Limitations apply.

IMPORTANT! Existing medical conditions• If you or any person travelling under this insurance has any medical

conditions, whether these are diagnosed or not (this includes those under investigation) you may need to notify AXA. AXA will advise you if this will affect your cover and whether an additional premium will apply.

• You must update AXA on existing medical conditions every year, not just at the outset.

• You must inform AXA of any change in your health or the health of anyone covered by the policy.


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Unless you really love engine grease and spanners, breaking down is a pain. The remedy is simple: your smilemore breakdown cover is here to help you get back on the road if something goes wrong. It features:• Roadside assistance to repair your vehicle.

• Personal-based breakdown cover for the named account holder(s), NOT the vehicle.

• Recovery for up to eight people and your vehicle to any destination within the UK.

• Breakdown assistance at your home.

• Replacement car for up to one day whilst your vehicle is being fixed or overnight accommodation or alternative form of transport.

Your vehicle must be roadworthy and in good mechanical condition when you obtain cover and you must keep it in that condition.

UK and European motor breakdown cover is provided on behalf of smile, part of The Co-operative Bank, by RAC.

Also good to knowRAC has been a breakdown organisation since 1897.

• RAC has more patrols per member than any other breakdown provider.

• RAC patrols fix four out of five cars at the roadside.

Wheely important! Keep your policy in the car…Glove compartments – who sticks gloves in them? Better to stick your smilemore breakdown cover policy in there. It’s vital to have it handy should you need it. Also, store the emergency assistance number in your mobile: 0800 783 7396.

UK and European motor breakdown cover

whichever is the earlier.• Cover for holidays involving winter sports activities is not operative if

you are 65 years of age or older.• There is no cover for trips over 45 consecutive days’ duration.• Any trip solely within the United Kingdom is only covered where you

have pre-booked at least two nights’ accommodation in a hotel, motel, holiday camp, bed and breakfast, holiday cottage or similar accommodation rented for a fee.

• If it is a joint account, the first and second named account holders can travel independently but the children are only covered when travelling with one or both account holders.

• For joint account holders who are not spouses or partners, cover is not provided for the spouse or partner of either account holder.

• Missed Departure cover is for if you arrive at your international departure point, from the UK, too late to board your scheduled public transport.

• You are not covered for business trips.Provided by AXA Travel Insurance and underwritten by Inter Partner Assistance.See terms and conditions for full policy details. Limitations apply.


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Mobile phone insurance Losing or damaging your mobile phone can drive you mad. And it’s even worse if your phone’s been pinched. But the mobile phone insurance that comes with your smilemore current account could help.

• Insures up to four handsets up to the value of £1,500 per phone – so the family members in your household can benefit too.

• Covers the cost of repair or replacement in the event of theft, loss, damage and breakdown (including faults occurring anywhere in the world).

• Includes any accessories for your mobile phone if they are lost, stolen or damaged at the same time as your mobile phone; you are covered for these up to a value of £350 (including VAT). That’s cases, headphones, Bluetooth headsets and other similar items.

• Worldwide cover means you or your family members needn’t worry about losing or damaging your phone whilst abroad. Repair or replacement will be arranged upon return to the UK.

• You may need to provide proof of purchase to claim under the mobile phone insurance.

• Cover under this policy is limited to up to a maximum of two successful claims during any 12-month period per account holder.

• There is a policy excess payable for every successful claim. If you have an Apple iPhone the excess is £75 and for all other handsets it is £50.

Mobile phone insurance is provided on behalf of smile, part of The Co-operative Bank by Lifestyle Services Group Limited and underwritten by Assurant General Insurance Limited.

Register your mobile phone! To help us administer your policy more effectively and to help simplify the claims process, you can provide us with your mobile phone details. This can be done through smile.co.uk/benefits or by calling 0344 249 9981. You will need the following information when registering your handset: • Make. • Model. • Telephone number.

• IMEI number. The IMEI number is the unique serial number for your mobile phone. You can find it by inputting *#06# into your mobile phone. It should also be noted on the documentation that came with your mobile phone when you purchased it. Your airtime provider may also be able to provide it to you.

Cover is subject to the terms and conditions which can be viewed at smile.co.uk/benefits. Limitations apply.


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Mobile phone insurance Losing or damaging your mobile phone can drive you mad. And it’s even worse if your phone’s been pinched. But the mobile phone insurance that comes with your smilemore current account could help.

• Cover under this policy is limited to up to a maximum of two successful claims during any 12-month period per account holder.

• There is a policy excess payable for every successful claim. If you have an Apple iPhone the excess is £75 and for all other handsets it is £50.

Mobile phone insurance is provided on behalf of smile, part of The Co-operative Bank by Lifestyle Services Group Limited and underwritten by Assurant General Insurance Limited.

All the benefits that are included in your packaged account can only be taken together – please remember that even though you may not use all of the benefits, you will still pay for them via your monthly subscription.

IMPORTANT! Your cover and charges• You may not use or be eligible for all the benefits available on this

account, however the monthly cost will remain the same.

• Please check if you already have Travel Insurance, Mobile Phone cover and/or Motor Breakdown cover in place with any other provider, even if it is part of another bank account. If you do, you need to check whether this product is suitable for your needs.

• You need to ensure that you are not paying for more insurance than you need, and you must be aware that you may only be able to make a claim on one policy at any one time.

• The cost of the account will remain the same regardless of whether you use any of the benefits or not and will continue to be charged unless or until you ask to change your account.


A bit of extra info on our additional benefits8

Right, time to talk additional benefitsChoose one of three additional benefits available each year. More detail about each additional benefit is provided below – it should help you decide which is the right one for you.

Choose from the following three additional benefits:

Credit Report Monitoring* As well as having easy online access to your credit report, you’ll set up a monthly monitoring service which will alert you by text or email of any significant changes to your credit file.

Subject to terms and conditions.

Airport Lounge Passes**• Four airport lounge passes per year, per account, for the account

holder(s) only to enjoy.

• If you wish to take guests with you, additional passes can be purchased at £15 per person, per visit.


Important! Register your selection within 60 daysOnce you’ve chosen your additional benefit you must register it. Remember you must make your selection within 60 days of opening your account. We will then send you a full information pack telling you everything you need to know. If we don’t hear from you in that time, we’ll automatically allocate you the Credit Report Monitoring benefit which will be fixed for up to 12 months – just to make sure you don’t miss out.

*Registration to activate this policy or service is required. You can do this online at smile.co.uk/benefits .Please note: Registration for Credit Report Monitoring service is available online only.**Registration to activate the policy is required. You can do this online at smile.co.uk/benefits or by calling 0345 602 5783.

A bit of extra info on our additional benefits

Gadget** These days most of us have a few personal gadgets and gizmos. This bundle makes sure they’re covered (but remember, you have to register them).

• Worldwide cover up to £1,200 per account holder for digital cameras, handheld DVD players, digital camcorders, MP3 players, portable Sat Nav devices, games consoles and laptops, smart watches and wearable technology etc.

• Repair and replacement will be arranged upon return to the UK. Maximum combined retail value of £1,200 per account holder.

• Cover for theft, damage and breakdown (including faults) occurring anywhere in the world.

• Insurance for accessories for your gadget which are stolen or damaged at the same time as your gadget, you are covered for these up to a value of £50 (including VAT). That’s a case, headphones and similar.


**Registration to activate the policy is required. You can do this online at smile.co.uk/benefits or by calling 0345 602 5783.


A bit of extra info on our additional benefits 9A

bit of extra info on our additional benefits

Airport Lounge Passes**• Four airport lounge passes per year, per account, for the account

holder(s) only to enjoy.

• If you wish to take guests with you, additional passes can be purchased at £15 per person, per visit.


*Registration to activate this policy or service is required. You can do this online at smile.co.uk/benefits .Please note: Registration for Credit Report Monitoring service is available online only.**Registration to activate the policy is required. You can do this online at smile.co.uk/benefits or by calling 0345 602 5783.

Gadget** These days most of us have a few personal gadgets and gizmos. This bundle makes sure they’re covered (but remember, you have to register them).

• Worldwide cover up to £1,200 per account holder for digital cameras, handheld DVD players, digital camcorders, MP3 players, portable Sat Nav devices, games consoles and laptops, smart watches and wearable technology etc.

• Repair and replacement will be arranged upon return to the UK. Maximum combined retail value of £1,200 per account holder.

• Cover for theft, damage and breakdown (including faults) occurring anywhere in the world.

• Insurance for accessories for your gadget which are stolen or damaged at the same time as your gadget, you are covered for these up to a value of £50 (including VAT). That’s a case, headphones and similar.


**Registration to activate the policy is required. You can do this online at smile.co.uk/benefits or by calling 0345 602 5783.

Read the Policy SummariesYou’ll find the Policy Summaries on the next page. They contain details about the additional benefits to help you make your decision. But of course, you can only choose one and don’t forget to register it within 60 days.

You can register your chosen additional benefit at smile.co.uk/benefits or by calling 0345 602 5783. If you don’t register within that time, you will be automatically allocated the Credit Report Monitoring additional benefit – fixed for up to 12 months.

The smilemore current account additional insurance benefits for Credit Report Monitoring, Airport Lounge Passes and Gadget are provided on behalf of smile (part of The Co‑operative Bank) by Lifestyle Services Group Limited and insured by Assurant General Insurance Company Limited.


10 A bit of extra info on our additional benefits


Online access to your credit reportAs well as having easy online access to your credit report, you’ll set up a monthly monitoring service which will alert you by text or email of any significant changes to your credit history. Giving you the opportunity to act before any serious damage is done.

Registration and day‑to‑day usageAs a smilemore current account holder, you are eligible for the service. You must register your details with us online at smile.co.uk/benefits providing:

• your name and address

• part of your smilemore debit card number (please have your debit card to hand)

• your date of birth.

You must keep your secure login details confidential.

You can use the website to:

• access the Credit Report Monitoring service area of the website and:

– learn how important it is to protect your personal information and how its theft and use could affect you

– view your credit file and receive monitoring alerts

– view tips on how to protect your personal information

– view useful links to organisations and services who can help you prevent your information being accessible to others.

Or call our Benefits Helpline on 0345 602 5783.

Benefits Customer Services are available:

Monday – Friday 8am – 8pm

Saturday – Sunday 9am – 6pm

Please ensure that you quote your policy ID and your full name and address when you call. You will be asked security questions to verify your identity. Calls may be recorded or monitored for training/customer services purposes and/or for the prevention/detection of crime. If you prefer, you may write to:

Benefits Customer Services Lifestyle Services Group Limited

P.O. Box 98, Blyth NE24 9DL

Please ensure that you quote your policy number and your full name and address.

PriceThis benefit is provided as a benefit of you being a smilemore current account holder where you have selected the Credit Report Monitoring option and that option remains valid. The cost is an inclusive part of your smilemore current account monthly subscription.

You must be aged 18 years or over to be eligible for this benefit.

Credit reports and monitoringYou will be able to access your online credit report from our chosen credit reference agency. You will be able to receive monthly alerts of any significant changes to your credit file by email or by SMS text message. To obtain your credit report, please access smile.co.uk/benefits Your report will be viewable securely online, and we recommend that you save or print a copy. Using our website will provide real-time access. If you cancel this benefit or close your account, access to your credit report will end immediately. No warranty is offered or given in relation to the accuracy of information contained in your credit report. If you notice entries which you consider may be inaccurate please contact the credit reference agency directly to discuss these entries.

Credit Report Monitoring

Arranged by Lifestyle Services Group Limited


11A bit of extra info on our additional benefitsA


PriceThis benefit is provided as a benefit of you being a smilemore current account holder where you have selected the Credit Report Monitoring option and that option remains valid. The cost is an inclusive part of your smilemore current account monthly subscription.

You must be aged 18 years or over to be eligible for this benefit.

Credit reports and monitoringYou will be able to access your online credit report from our chosen credit reference agency. You will be able to receive monthly alerts of any significant changes to your credit file by email or by SMS text message. To obtain your credit report, please access smile.co.uk/benefits Your report will be viewable securely online, and we recommend that you save or print a copy. Using our website will provide real-time access. If you cancel this benefit or close your account, access to your credit report will end immediately. No warranty is offered or given in relation to the accuracy of information contained in your credit report. If you notice entries which you consider may be inaccurate please contact the credit reference agency directly to discuss these entries.

Credit Report Monitoring

Arranged by Lifestyle Services Group Limited

Cancelling the benefit1. You have the right to cancel the Credit Report

Monitoring service at any time, which will have immediate effect. However, no alternate selection will be available until your additional benefit renewal option is offered to you by smile, part of The Co-operative Bank (your current selection will be valid for up to 12 months from the date you select the additional benefit). As the Credit Report Monitoring service is provided as a benefit of you being a smilemore current account holder who has selected the Credit Report Monitoring service option, if the connected smilemore current account is cancelled or you select another option, access to these benefits ends. If the additional benefit option does not meet your requirements, please phone the Benefits Helpline immediately on 0345 602 5783 or write to:

Benefits Customer Services Lifestyle Services Group Limited P.O. Box 98, Blyth NE24 9DL

2. We may cancel access to this Credit Report Monitoring service with immediate effect by registered letter to you at your last known address in the event of you submitting any fraudulent or inaccurate information, or for any other valid reason.

3. Subject to clause 2 above, access to this additional benefit will remain in force for as long as you have a smilemore current account, and this benefit continues to be provided as part of the account benefits.

4. In the event you do not wish to continue this benefit, please phone our Benefits Helpline on 0345 602 5783.

Enquiries/complaintsWe will always be fair and reasonable. Should there ever be an occasion when you feel that we have not provided you with a satisfactory level of service, we would like you to inform us so that we can do our best to solve the problem.

We will do everything possible to ensure that your query is dealt with promptly. The easiest way to contact us is to call our Customer Relations team on 0345 602 5783. Alternatively, you can write to us at the following address, quoting your name, address and policy ID in all correspondence:

Customer RelationsLifestyle Services Group LimitedP.O. Box 98, Blyth NE24 9DL

Our staff will attempt to resolve your query immediately. If this is not possible, we promise to acknowledge your query within five working days of receiving it.

In the unlikely event that your query has not been resolved within four weeks of our receiving it, we will write and let you know the reasons why, and what further action we will take. Once we have resolved your query, we will confirm our response in writing.

If you are not satisfied with our decision, please contact the Customer Relations Manager at the address opposite. If after making a complaint you are still unhappy, you may contact the Financial Ombudsman Service by writing to:

Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR, United Kingdom.

Or you can phone 0800 023 4567 or 0300 123 9 123 from a mobile.

Website: www.financial‑ombudsman.org.uk

If you purchased your account online you may also have the option to refer your complaint to the Financial Ombudsman Service using the Online Dispute Resolution platform. The platform has been established by the European Commission to provide an online tool for consumers to resolve disputes about goods and services purchased online. The platform can be found at http://ec.europa.eu/consumers/odr

These procedures do not affect your right to take legal action.




Other informationLifestyle Services Group Limited.Registered in England No: 5114385Assurant House6–12 Victoria StreetWindsorBerkshireSL4 1EN

Data Privacy Policy

Lifestyle Services Group Limited are part of the Assurant, Inc. group of companies. The details here provide a summary of how we collect, use, share, transfer and store your information. For our full Data Privacy Policy please visit our website by logging into the Credit Report Monitoring section of your account benefits at smile.co.uk/benefits or contact our Data Protection Officer at P.O. Box 98, Blyth NE24 9DL or by emailing [email protected]

Information that we collect from you

We collect a variety of personal information about you including your name, address, contact details and date of birth in order that we can provide the benefits of this service.

Using your information

The main reason we collect your personal information is to enable you to use the benefits of the service and in order that we can advise you of any changes to it.

You can choose whether or not you provide this information to us, but if you decide not to do so, we will be unable to provide the benefits under this service agreement.

We will also use your information where we feel there is a justifiable reason for doing so for example: carrying out research and analysis to improve our services; and recording and monitoring calls.

Sharing your information

Your personal information will be disclosed to other Assurant group companies, and to any other entity or service provider contractually obligated to us for the purpose of performing tasks that directly relate to the above-described purposes.

Your personal information will also be disclosed to public bodies and organisations in order to satisfy our legal obligations, where required.

Where we send your personal information

Your information may be transferred to, stored and processed outside the European Economic Area (EEA). We will not transfer your information outside the EEA unless it is to a country which is considered to have equivalent data protection laws or we have taken all reasonable steps to ensure the company has suitable standards in place to protect your information.

How long we keep your personal information

Your personal information will be retained as long as necessary for the performance of this service and for as long as required or permitted by applicable law or regulation.

Your rights

You have a number of rights in relation to the information we hold about you, these rights include but are not limited to: the right to a copy of your personal information we hold; object to the use of your personal information; withdraw any permission you have previously provided and complain to the Information Commissioner’s Office at any time if you are not satisfied with our use of your information.

For a full list of your rights please refer to the full Data Privacy Policy.

Please note that there are times when we will not be able to delete your information. This may be as a result of fulfilling our legal and regulatory obligations or where there is a minimum, statutory, period of time for which we have to keep your information. If we are unable to fulfil a request, we will always let you know our reasons.

Airport Lounge Passes

Arranged by Lifestyle Services Group Limited and provided by DragonPass International






Your rights




Airport Lounge Passes

Arranged by Lifestyle Services Group Limited and provided by DragonPass International

Service summaryAirport Lounge access is available to smilemore current account holders who have validly selected the Airport Lounge Passes option and requested Airport lounge access membership.

Airport lounge access is arranged for the registered account holders of the eligible smilemore current account by Lifestyle Services Group Limited utilising the services of DragonPass.

This service provides:

• Access to over 800 airport lounges around the world – subject to eligibility criteria.

• Where a participating lounge is present and available, lounge access is provided no matter who you are flying with or whether you belong to an airline programme.

• Access to business facilities – including phones, email, internet, fax machines and even conference rooms in some lounges (where provided).

• Complimentary refreshments and snacks and the chance to relax in peace and quiet before your flight.

• Annual DragonPass membership (which will expire if not renewed).

• Four inclusive airport lounge visits per account to enjoy, during each period of membership.

• Additional lounge visits for you or your guests will be charged at £15 per person per lounge visit and will be debited from your nominated payment card.

Your Airport Lounge Pass is activatedYou can now take advantage of our dedicated DragonPass mobile app and website which includes information on how to use the service (including lounge locations) and your digital membership card. Lost, stolen or damaged DragonPass membership cards are to be reported immediately to DragonPass, who will arrange for a replacement card. Lost, stolen or damaged cards will be deactivated wherever possible. A charge of £10 will be made for card replacement where more than three card replacement requests have been made in a 12-month period.

Things to knowBefore you go, simply check the lounge lists within the app or online at co‑operativebank.co.uk/benefits

Lounge listings and lounge detail downloads are available for Android and Apple operated devices. Please check your membership guide and online members area for details.

• Renewal cards normally take up to a week to create and despatch to you. If your card is due to expire and you wish to fly soon, please let us know.

• There is no pre-booking required. If the lounge is open, has availability and you are eligible, you will be let in. Relax, it’s simple.

• Admittance to the lounges is conditional upon presentation of a valid DragonPass card, boarding card and passport. Payment cards will not be accepted as substitutes for the DragonPass card. All guest or additional visits will be chargeable.




Registered office details:

Lifestyle Services Group Limited. Registered in England No: 5114385 Assurant House 6-12 Victoria Street Windsor Berkshire SL4 1EN

DragonPass International Ltd. Registered in England No. 8643888 173A Ashley Road Hale Cheshire WA15 9SD

Data Privacy Policy

Lifestyle Services Group Limited are part of the Assurant, Inc. group of companies. The details here provide a summary of how we collect, use, share, transfer and store your information. For our full Data Privacy Policy please visit our website by logging into the Credit Report Monitoring section of your account benefits at smile.co.uk/benefits or contact our Data Protection Officer at P.O. Box 98, Blyth NE24 9DL or by emailing [email protected]

Information that we collect from you

We collect a variety of personal information about you including your name, address, contact details and date of birth in order that we can provide the benefits of this service.

Using your information

The main reason we collect your personal information is to enable you to use the benefits of the service and in order that we can advise you of any changes to it. You can choose whether or not you provide this information to us, but if you decide not to do so, we will be unable to provide the benefits under this service agreement.

We will also use your information where we feel there is a justifiable reason for doing so for example: carrying out research and analysis to improve our services; and recording and monitoring calls.








Your rights














Your rights




Conditions of use1. The scheme.

1.1. This scheme is jointly provided by Lifestyle Service Group and DragonPass International. The Co-operative Bank is not responsible for the operation and running of the airport lounge access scheme or the airport lounges within the scheme.

1.2. These terms and conditions will apply to you once you have activated your membership of the scheme; they are separate from the terms and conditions that apply to your smilemore current account.

1.3. To access the benefits of the scheme you must register online at smile.co.uk/benefits or over the telephone on 0344 249 9981.

1.4. Registration will allow you to access the Airport Lounge App on your mobile phone. The Lounge App can be downloaded from Google Play or Apple App Store. This app is your digital membership card for the scheme.

1.5. This service is designed to work as a digital service through access to the app provided. Using only the physical membership card may mean you cannot access the discounts and information which is available to you via the app.

2. Membership.

2.1. Membership of the scheme is annual.

2.2. The membership year is defined as the date from which you apply for your membership and the period of 365 days thereafter.

2.3. Membership will be automatically renewed provided you continue to have the qualifying account.

2.4. Should you choose to cancel your Airport Lounge Pass benefit or switch to a non-qualifying benefit, your membership will be immediately cancelled and your free visit allocation removed.

2.5. If you cancel your membership of this scheme, you will not be entitled to a refund, reduction or cancellation in the monthly fee for your qualifying account.

2.6. If you have pre-paid for any additional airport lounge visits, which you have not used, these will be refunded to you.

2.7. Lifestyle Service Group, DragonPass International and Co-operative Bank are not liable to you or any third party for any losses of any nature incurred by you in the use of your membership of this scheme. This includes the services provided, or not provided by the individual lounges or the inability to use any part of the membership scheme.




2.8. If you change your name you must tell Co-operative Bank as soon as possible, and before you next use your membership card. Please allow up to 72 hours for name changes to take effect.

2.9. You must tell DragonPass as soon as possible if you lose your physical membership card, or access to your digital membership card, for example if the device which you use to access the digital membership card is lost or stolen, by calling on 0344 249 9981 (lines open 8am to 8pm Monday to Friday and 9am to 6pm Saturday to Sunday).

3. Airport Lounge Access.

3.1. You are entitled to four free visits to airport lounges that are part of the DragonPass scheme per membership year.

3.2. The free visit allowance is renewed each membership year and no unused visits may be carried over into another membership year.

3.3. If you hold a joint qualifying account, you will be issued with one membership number and two physical membership cards or two access codes for the digital membership card on the Airport Lounge App. This means that the four free visits are shared between the two members.

3.4. Your four free visits can be used only by the scheme member.

3.5. Additional lounge visits for you or your guests can be purchased via your Airport Lounge app, or by calling 0344 249 9981.

3.6. The number of guests permitted varies from lounge to lounge as does the policy of individual lounges regarding access for children. Please check with the individual lounges you plan to use prior to travelling to determine their policy on guests and children.

3.7. To access participating airport lounges you must show your passport, boarding pass and your valid digital or physical membership card.

3.8. Participating airport lounge staff will record your details and communicate them to DragonPass. This information will be used for record keeping, tracking usage and billing purposes, where appropriate.

3.9. All participating lounges are owned and operated by third party organisations. You must comply with the terms and conditions of the individual airport lounges that you choose to visit or use.

3.10. In particular, please note that any food and drink, including alcoholic drinks, provided as part of your lounge visit are only for consumption in the airport lounge and are not to be taken out of the lounge.

3.11. It is the responsibility of the passenger to ensure they arrive at their departure gate on time and board their flight. There is no obligation on the lounges to provide flight information or announcements.

4. General Terms.

4.1. We do not give any warranty for any goods or services accessed through, or displayed on, our app or connected website.

Severability4.2. If any court or competent authority decides

that any of the provisions of these terms and conditions are invalid, unlawful or unenforceable to any extent, the term will, to that extent only, be severed from the remaining terms, which will continue to be valid to the fullest extent permitted by law.

Third party rights4.3. A person who is not party to these terms

and conditions shall not have any rights under or in connection with them under the Contracts (Rights of Third Parties) Act 1999.

Entire agreement4.4. These terms and conditions and any

document expressly referred to in them constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the subject matter of these terms and conditions. We each acknowledge that, in entering into these terms and conditions, neither of us relies on, or will have any remedies in respect of, any representation or warranty (whether made innocently or negligently) that is not set out in these terms and conditions or the documents referred to in them. Nothing in this clause limits or excludes any liability for fraud.

Law and jurisdiction4.5. This agreement shall be interpreted in

accordance with English law and subject to the non-exclusive jurisdiction of the English Courts.




3.11. It is the responsibility of the passenger to ensure they arrive at their departure gate on time and board their flight. There is no obligation on the lounges to provide flight information or announcements.

4. General Terms.

4.1. We do not give any warranty for any goods or services accessed through, or displayed on, our app or connected website.

Severability4.2. If any court or competent authority decides

that any of the provisions of these terms and conditions are invalid, unlawful or unenforceable to any extent, the term will, to that extent only, be severed from the remaining terms, which will continue to be valid to the fullest extent permitted by law.

Third party rights4.3. A person who is not party to these terms

and conditions shall not have any rights under or in connection with them under the Contracts (Rights of Third Parties) Act 1999.

Policy SummaryAs a benefit of being a smilemore current account holder, if you have selected gadget cover as your optional benefit, we will repair or replace your gadget in the circumstances summarised below. These are explained in full detail in the insurance policy document.

We want you to get the most out of this policy, and that means you need to be clear on what is and is not covered. The Insurance Summary and Policy Documents provide details of the insurance policy, which you must read to ensure that the policy meets your needs. Full terms and conditions of the policy can be found in the Policy Document. You may need to review this policy periodically to ensure it continues to meet your requirements.

Registering your gadgetYou must register your gadget(s) to take advantage of this cover. Please visit smile.co.uk/benefits or call 0345 602 5783 and follow the procedure. You will need to provide the following information:

• your name and address

• the make, model, and serial number of the gadget(s)

• your smilemore current account number and sort code

• your date of birth.

If you change the gadget or you wish to cover a different gadget to the one already registered, you must register the new details with us as soon as possible.

Gadget Insurance

Arranged by Lifestyle Services Group Limited and provided by Assurant General Insurance Limited

Demands and needsGadget Insurance meets the demands and needs of smilemore current account holders who wish to ensure that their gadget(s) and/or those of their family member(s) are covered against theft, damage and breakdown (including faults).The Co-operative Bank p.l.c. is not providing you with a personal recommendation based on your individual circumstances as to whether this policy is suitable for your needs and we recommend that you read the Policy Summary on the right.

Entire agreement4.4. These terms and conditions and any

document expressly referred to in them constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the subject matter of these terms and conditions. We each acknowledge that, in entering into these terms and conditions, neither of us relies on, or will have any remedies in respect of, any representation or warranty (whether made innocently or negligently) that is not set out in these terms and conditions or the documents referred to in them. Nothing in this clause limits or excludes any liability for fraud.

Law and jurisdiction4.5. This agreement shall be interpreted in

accordance with English law and subject to the non-exclusive jurisdiction of the English Courts.




What you are covered for

Summary Description

This policy covers registered gadgets up to a combined retail value of £1,200 per account holder (including VAT) for each smilemore current account (gadgets must be owned by the account holder (you) or their family members. A family member is a relative living at the same address. Gadgets must be no older than three years from new at the point of registration and no more than five years old at any time.

• Replacing or repairing your gadgets in the event of:

– theft

– damage, and

– breakdown (including faults)

occurring anywhere in the world.

• Gadget accessories that are stolen or damaged at the same time as your gadget, up to a maximum value of £50 (including VAT) per claim.

This policy is designed to cover the following or similar devices:

• PDAs (Personal Digital Assistant).

• Digital cameras, satellite navigation systems.

• Laptops, tablets, portable camcorders (digital or otherwise), portable games consoles (e.g. PSP, Nintendo Gameboy, GP2X), portable sound and vision devices - smart watches and wearable technology.

• A games console (e.g. Wii, Xbox, Playstation). Please note, we do not cover the screen used to view or play the content.

What you are NOT covered for

Summary Description

Excess You need to pay a contribution every time you make a successful claim of:

• Laptops and tablets - £50.

• All other gadgets - £25.

This is the excess. Your excess is payable for every accepted claim and must be paid before your claim will be settled.

• More than two instances that give rise to an accepted claim for each account holder in any 12-month period. A full description is in the ‘What you are NOT covered for’ section of the Policy Document.

• Theft, damage or breakdown where you have knowingly put your gadget at risk or you have not taken care of it. Examples are provided in the ‘What you are NOT covered for’ section of the Policy Document, which you should read to help you understand the cover.

• Loss of the gadget(s) and accessories in any circumstances.

• Any gadgets which are not registered on your policy at the time they are stolen, damaged or breakdown.




Duration of this policyYour policy will remain in place until it is either cancelled by you, or if you close your smilemore current account.

Price of your insuranceThis policy is provided as a benefit of you being a smilemore current account holder. The cost is an inclusive part of your smilemore current account monthly subscription.

Cancelling your insuranceYou have the right to cancel your insurance at any time. No refund is due upon cancellation.

If you need to claim• You should tell us about your claim as soon

as possible and within 28 days of becoming aware of the theft, damage, or breakdown, and inform the police in the case of theft.

• You may need to send us proof that the gadget(s) is yours, which should include the make, model, serial number and memory size (where relevant).

• We may ask for details on the steps you have taken to report the gadget missing and any attempts to recover it.

• You can make a claim at smile.co.uk/benefits or by calling 0344 249 9981.

Got a question? Need to make a complaint?We want to make sure you’re happy. Should you need to talk to us, contact us by calling 0344 249 9981 or email [email protected] If after making a complaint you are still unhappy, you may contact the Financial Ombudsman Service by writing to:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR, United Kingdom.

Or you can phone 0800 023 4567 or 0300 123 9 123 from a mobile.

Website: www.financial-ombudsman.org.uk

If you purchased your account online you may also have the option to refer your complaint to the Financial Ombudsman Service using the Online Dispute Resolution platform. The platform has been established by the European Commission to provide an online tool for consumers to resolve disputes about goods and services purchased online. The platform can be found at http://ec.europa.eu/consumers/odr

These procedures do not affect your right to take legal action.

Need another copy?This document is also available in large print, audio and Braille, so get in touch with us on 0344 249 9981 if you’d like to request a copy in one of these formats. The same applies if you just need a replacement.

Status disclosureThis policy has been arranged as part of your bank account and is administered by Lifestyle Services Group Limited (Financial Services Register No. 315245) with a single insurer, Assurant General Insurance Limited (Financial Services Register No. 202735).

Assurant General Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Lifestyle Services Group Limited is authorised and regulated by the Financial Conduct Authority. All firms’ register details can be checked on the Financial Services Register by visiting the FCA’s website www.fca.org.uk/register or by phoning 0800 111 6768.

Financial Services Compensation Scheme (FSCS) Assurant General Insurance Limited is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme in the unlikely event they cannot meet their liabilities to you. General insurance contracts are covered for 90% of the entire claim with no upper limit. Further information is available from the FSCS by calling 0800 678 1100 and online at www.fscs.org.uk


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Please call 03457 212 212* (8am to 8pm 7 days a week) if you would like to receive this information in an alternative format such as large print, audio or Braille.

Policy and supplier terms and exclusions apply. The Co‑operative Bank p.l.c. is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (No.121885). The Co‑operative Bank, Platform, smile and Britannia are trading names of The Co‑operative Bank p.l.c., P.O. Box 101, 1 Balloon Street, Manchester M60 4EP. Registered in England and Wales No.990937. Credit facilities are provided by The Co‑operative Bank p.l.c. and are subject to status and our lending policy. The Bank reserves the right to decline any application for an account or credit facility. The Co‑operative Bank p.l.c. subscribes to the Standards of Lending Practice which are monitored by the Lending Standards Board.

The subscription fee for the smilemore current account is £15.50 debited from the account on the first working day of each month.

*Calls to 0800 and 0808 numbers are free from landlines and mobiles. Calls to 03 numbers cost the same as calls to numbers starting with 01 and 02. Calls may be monitored or recorded for security and training purposes.

Information is correct as at 04/2020.

smile.co.uk

smile the internet bank from

We like our communications to have an impact on you – but not on the environment. This document is printed using vegetable oil-based inks on paper which is part recycled, Forest Stewardship Council® certified and made in an elemental chlorine-free process.


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